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My PC has recently been rebuilt after an SSD death.  I have deactivated the old installation using the Admin tools on the account but when I try to activate the license I get the 'Unable to contact license server etc'.

I have attached the Support Tool file below.

mbst-grab-results.zip

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***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

If you are having technical issues with our Windows product, please do the following:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

  • For use when you are on the forums and need to provide logs for assistance
  • For use when you don't need or want to create a ticket with Malwarebytes
  • For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

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  1. Download Malwarebytes Support Tool
  2. Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. The Advanced menu page contains four categories:
    • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
    • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
    •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
    • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

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Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: Find my premium license key

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

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Greetings,

The only issue I could see in your logs is that Malwarebytes is not allowed through the Windows Firewall.  Please try allowing it through to see if that helps.  If you are using any sort of VPN or proxy, please try disabling it and seeing if Malwarebytes is able to activate.

Please let us know how it goes.

Thanks

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Couldn't see Malewarebytes listed in Windows Firewall, so can't allow it through.  So I turned it off.

I also have Acronis True Image 2020 that has some active protection, so turned that off as well.

Tried to activate again and still got the same message.

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OK, so again:

Windows Defender Firewall - reset to defaults and then turned off

Acronis True Image 2020 - Active Protection turn off

ASUS Router Firewall turned off.

Tried again and got the same message, can anyone confirm that the license server is actually online atm?
What's the IP address, I could try PINGing it from other PCs on teh same network to narrow down the problem.

New set of logs attached.

 

mbst-grab-results.zip

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You have leftovers from a program called Bonjour that could be causing issues.

Quote

Code Integrity determined that a process (\Device\HarddiskVolume8\Program Files\Malwarebytes\Anti-Malware\MBAMService.exe) attempted to load \Device\HarddiskVolume8\Program Files\Bonjour\mdnsNSP.dll that did not meet the Custom 3 / Antimalware signing level requirements.

 

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Checked Add/Remove Programmes, no Bonjour there.  There also isn't a directory for it.  I read that it's to do with iTunes which I don't use so was probably added by something else and removed later.

In the hope that uninstalling Malwarebytes might clear out what it's looking for I uninstalled and then reinstalled it, but it seems like it leaves files on the PC when removed.

After the new install I now have another error message after the first one "Installation_token Not Found"

 

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2 minutes ago, gordon861 said:

Checked Add/Remove Programmes, no Bonjour there.  There also isn't a directory for it.  I read that it's to do with iTunes which I don't use so was probably added by something else and removed later.

In the hope that uninstalling Malwarebytes might clear out what it's looking for I uninstalled and then reinstalled it, but it seems like it leaves files on the PC when removed.

After the new install I now have another error message after the first one "Installation_token Not Found"

 

Lets wait for @AdvancedSetup to return from the holiday weekend to take a look and assist you.

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Please try a clean install using the Support Tool to see if it helps:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here

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Thanks for trying, I forgot it was a holiday weekend there.

Tried the Clean and Reinstall, still getting the 'cannot connect' and 'installation token' messages.

Have a good weekend and we'll see if fresh eyes can help further later in the week.

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Hello @gordon861

Very sorry for the delay. Since you've done the clean removal and reinstall can you please go ahead and get me a new set of logs, as all the log items will have changed, so that I can review further.

Thank you

 

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So it looks like Bonjour was removed recently. It is no longer showing up as being installed or running but was on July 3, 2020

There is some type of generic network issue it looks like that is preventing a certificate to validate.

Please try the following. First, restart the computer (you have some files that need to get renamed on reboot)

 

Please download MiniToolBox save it to your desktop and run it.

Checkmark the following check-boxes:

  • Flush DNS
  • Report IE Proxy Settings
  • Reset IE Proxy Settings
  • Report FF Proxy Settings
  • Reset FF Proxy Settings
  • List content of Hosts
  • List IP configuration
  • List Winsock Entries
  • List last 10 Event Viewer log
  • List Installed Programs
  • List Devices
  • List Users, Partitions and Memory size.
  • List Minidump Files


Click Go and post the result (Result.txt). A copy of Result.txt will be saved in the same directory the tool is run.

Note: When using Reset FF Proxy Settings option Firefox should be closed.

 

Once the above has been completed, please try changing your DNS server to one of the public DNS servers at least temporarily

https://developers.google.com/speed/public-dns

Then try to activate Malwarebytes again

 

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OK, it has just connected.

I started at the bottom of your post and edited the DNS settings, they were set to automatic, I changed them to the Google DNS.  Then tried the licence and it worked.

Thank you all for your help.

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Excellent, glad that worked for you. If you do need anything else please let us know.

Take care and have a great week @gordon861

You should still restart your computer to get those files renamed as part of normal operations on the computer. Files in use cannot be renamed.

 

 

 

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The logs show a default 192.168.x.x address which in turn often means the user gets their DNS from their local ISP. We don't ask for or try to get their public DNS entry as some users would rather not provide it

 

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I did check the PiHole on my network to make sure that this PC isn't going through that and there were no denials from this machine as it shouldn't be using it for lookups.

I use the PiHole to protect things like phones on my network from a lot of the pop up/over ads that are so common.  Although one of the PCs on my network that is behind the PiHole is being blocked every five minutes when it asks for telemetry.malwarebytes.com 

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8 minutes ago, gordon861 said:

Although one of the PCs on my network that is behind the PiHole is being blocked every five minutes when it asks for telemetry.malwarebytes.com 

I would allow it permanently but if you wish to turn it off see below. Toggle the switch in the highlighted section.

 

Telemerty.png

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